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Message 1 of 10
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Another intermittent broadband connection (Come on Virgin....)

It doesn't take a rocket scientist to see there is a wider problem than individuals hub setups, unless the engineers are doing a hash job of the installations. Two weeks now of packet drops, conference calls cutting out, vpn connections dropping, remote desktop and VDI sessions dropping. I've had Virgin for a month now and the last two weeks have been abysmal. Appreciate they're testing times for everyone but when you continue to send me 1GB speed offers yet can't maintain your existing infra, its laughable. 

When will Virgin send out comms acknowledging a wider issue rather than fob off their users by asking them to reboot their routers?

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Alessandro Volta
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Message 2 of 10
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Re: Another intermittent broadband connection (Come on Virgin....)

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

 

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.


*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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Message 3 of 10
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Re: Another intermittent broadband connection (Come on Virgin....)

Today's graph 

 

26/07 

 

25/07 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

15310000001.537256 qam16
2411000000136256 qam1
34190000001.937256 qam2
44270000001.937256 qam3
54350000001.737256 qam4
6443000000237256 qam5
7451000000137256 qam6
84590000001.237256 qam7
94670000001.737256 qam8
104750000001.537256 qam9
114830000001.937256 qam10
12491000000237256 qam11
13499000000137256 qam12
145070000001.237256 qam13
155150000001.537256 qam14
16523000000137256 qam15
17539000000137256 qam17
185470000000.537256 qam18
195550000000.737256 qam19
205630000000.237256 qam20
215710000000.237256 qam21
225790000000.237256 qam22
23587000000-137256 qam23
24595000000-2.736256 qam24



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked37.62501240
2Locked36.6312088
3Locked37.3236475
4Locked37.3232872
5Locked37.32208117
6Locked37.3222987
7Locked37.3251776
8Locked37.6227277
9Locked37.32170105
10Locked37.62271143
11Locked37.32167131
12Locked37.62204102
13Locked37.6231384
14Locked37.32304106
15Locked37.32315149
16Locked37.62309253
17Locked37.62664170
18Locked37.32719190
19Locked37.62783246
20Locked37.33058275
21Locked37.33426301
22Locked37.37352361
23Locked37.39076312
24Locked36.35274427




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Message 4 of 10
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Re: Another intermittent broadband connection (Come on Virgin....)

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1394000004.45512064 qam6
2258000004.596512016 qam8
3326000004.5512064 qam7
4462000004.5512064 qam5



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Message 5 of 10
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Re: Another intermittent broadband connection (Come on Virgin....)

Network Log

Time Priority Description

25/08/2020 18:46:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 18:46:40criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 18:46:40criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 18:28:41criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 18:28:3criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 18:28:2criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 18:28:2criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 18:28:2criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 18:27:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 18:23:21criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 18:23:21criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 18:23:21criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/08/2020 18:23:21criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2020 19:15:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2020 14:16:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/08/2020 09:38:30criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2020 22:03:53Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2020 18:16:1criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2020 18:10:20criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
23/08/2020 18:10:20criticalRanging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 6 of 10
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Re: Another intermittent broadband connection (Come on Virgin....)

One of your upstream channels is out of spec on the modulation:

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1394000004.45512064 qam6
2258000004.596512016 qam8
3326000004.5512064 qam7
4462000004.5512064 qam5

 

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Message 7 of 10
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Re: Another intermittent broadband connection (Come on Virgin....)

thanks Carl_pearce for the reply. I'm not quite sure what that means. Net has been down all morning now - loads of dropped packets over the weekend. I'm on the cusp of leaving Virgin and going back to Sky. This is possibly the worst ISP I've ever dealt with.

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Message 8 of 10
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Re: Another intermittent broadband connection (Come on Virgin....)


@tommygun75 wrote:

thanks Carl_pearce for the reply. I'm not quite sure what that means. Net has been down all morning now - loads of dropped packets over the weekend. I'm on the cusp of leaving Virgin and going back to Sky. This is possibly the worst ISP I've ever dealt with.


It was more a pointer to the VM staff, rather than your understanding of the issue.

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Message 9 of 10
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Re: Another intermittent broadband connection (Come on Virgin....)

Engineer called to resolve an issue in the area yesterday. This morning, so far so good.

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Message 10 of 10
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Re: Another intermittent broadband connection (Come on Virgin....)

Thanks Carl_Pearce.

Spoke to a technical person from Virgin on Tuesday - credit where credit is due they called back. Seems like there is constant upgrade work going on in areas due to current high demand. Understandable. Skeleton staff due to covid means normal departments are not there to inform customers of impending engineering work etc. Although you would think with all this extra business, they'd be running normal staff numbers. Hey ho. Like I said, its stable for the moment so will keep an eye open.